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Platform Support Engineer

11 hours, 41 minutes ago
United Kingdom
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
AWS Azure Bash DNS Grafana Hibernate Java Kubernetes MySQL Python
Apply Now
Saviynt

Saviynt

Saviynt is the leading cloud identity governance platform providing access governance and intelligence solutions for critical applications on Cloud and Enterprise, ensuring operational efficiency, risk reduction, and simplified identity management.

Internet Software & Services
251-1K
Founded 2010
$170M raised
View All Jobs 66

Description

  • Troubleshoot complex issues in Kubernetes environments on AWS and Azure, including pod-level application problems.
  • Investigate and resolve application and database performance issues across Java, Grails, Hibernate, RDS, MySQL, and related services.
  • Monitor SaaS applications and supporting infrastructure for alerts, incidents, and performance degradation.
  • Participate in on-call escalations and provide technical guidance during critical incidents.
  • Communicate directly with customers about technical issues when needed.
  • Manage the full lifecycle of alerts, incidents, and service requests in FreshService, including logging, prioritization, resolution, and escalation.
  • Develop and maintain operational procedures, runbooks, knowledge base articles, diagrams, contact lists, and escalation paths.
  • Collaborate with backend engineering and development teams to identify root causes and implement preventative fixes.
  • Drive continuous improvement initiatives to reduce incident rates and improve service request turnaround times.
  • Plan and coordinate scheduled maintenance activities to minimize service disruption.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
  • Minimum 3+ years of experience in IT/cloud operations and application support, specifically supporting Java applications.
  • Strong experience with Java, Grails, and Hibernate application support and performance analysis in production environments.
  • Knowledge of cloud infrastructure and services on both AWS and Azure.
  • Working knowledge of Kubernetes and container orchestration.
  • Experience troubleshooting network connectivity, including VPNs and external network connections.
  • Familiarity with monitoring tools and alert response practices.
  • Hands-on experience with log analysis tools, preferably Elastic Search.
  • Working knowledge of MySQL, including L2 troubleshooting and performance monitoring.
  • Experience with ITSM systems, preferably FreshService, and incident, problem, and service request processes.
  • Willingness to work in a 24/7 operating model.
  • Excellent problem-solving, analytical, and troubleshooting skills with a data-driven approach.
  • Strong written and verbal communication, interpersonal, and presentation skills.
  • Ability to work under pressure and manage multiple priorities in a fast-paced environment.
  • Experience developing and documenting operational procedures and runbooks.
  • Experience with automation tools and scripting languages such as Python or Bash is a plus.
  • Experience with Grafana dashboards is a plus.
  • Experience working in a SaaS environment is highly desirable.
  • End-to-end technical accountability and operational ownership are expected.
  • Must have been resident in the UK for at least 5 years and be eligible for Security Check (SC) clearance.
  • Must be able to complete Baseline Personnel Security Standard (BPSS) checks and provide proof of Right to Work in the UK and British citizenship during the interview stage.

Benefits

  • Remote UK support role with full-time remote working.
  • Opportunity to work on a high-growth AI-powered identity security platform.
  • Tremendous growth and learning opportunities through challenging, customer-impacting work.
  • Welcoming and positive work environment.
  • Equal opportunity employer with consideration for all qualified applicants regardless of protected characteristics.

Interested in this position?

Apply directly on the company website

Apply Now

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